Case Studies

Andrew Reise helped a prominent non-profit that supports burn survivors craft an actionable plan to connect with its audience on a deeper level and increase long-term engagement. During this project, our team dug into the needs, motivations, and opportunities within our client’s audience. From there, we crafted a full-scale journey map road map, filled with data-backed recommendations to help spark continuous engagement and encourage interactions with our client’s support services. Overall, the project gave the client a full breakdown of their audience’s voice, as well as an action plan to keep survivors and corporate donors engaged at all lifecycle stages.

Andrew Reise crafted in-depth customer personas, unearthed customer pain points across the omnichannel experience, and identified high-return opportunities for a more than 100-year-old footwear retailer. The project used stakeholder and customer interviews along with research into customer shopping and buying trends to assemble an enterprise voice of the customer (VoC) roadmap. By creating thorough customer personas, we were able to help our client identify customer pain points, urgent needs, and opportunities to boost customer loyalty. Ultimately, the client came away with a full set of personas and a plan to leverage them to drive higher retention and growth.

Andrew Reise helped a nationwide electronic security services organization enhance the end-to-end omnichannel customer experience, improve customer retention, and amplify customer advocacy. The project used customer journey mapping, customer interviews, persona building, and customer experience (CX) analysis to weave together a full-scale customer experience strategy. These efforts helped upgrade onboarding, billing, customer support, add-on experiences, and the customer experience across the client’s full ecosystem. The project ultimately handed the client multilevel customer journey maps, updated personas, a targeted road map to opportunities, and a major surge in long-term revenue. 

A nationwide energy firm wanted to explore critical moments in the digital experience that caused its residential customers to abandon the digital channel and create a roadmap for improvement initiatives. Though the company is a leader in its industry with ample data on digital and call center experience, it struggled to understand and address consumers’ channel switching and task completion behaviors. Andrew Reise analyzed opportunities, micro-journeys, and key journey moments to help the company determine the best path forward.

A large specialty insurance provider wanted to gain clarity on the critical moments that drive loyalty. Andrew Reise helped create both the member and agent lifecycles with validation through qualitative and quantitative research. The research findings were mapped across the lifecycles and uncovered clear opportunities for business growth. As a result, the insurer is positioned with a new voice of member and agent strategy that captured the right feedback at the right time to uncover ongoing insights in the moments that mattered most.

A large specialty insurance provider looked to elevate the member and agent experiences while simultaneously growing the business. Although the company was measuring NPS and had scores higher than industry peers, this wasn’t translating into higher revenue. Our team used our strategic CX measurement methodology to identify what metrics to use and what touchpoints to measure to resolve this dilemma.